On May 5th 2010 I went into the Dover location and the manager waited on me. I said I was looking for a remote start for my wifes 2009 Ford Escape for her Mother's Day present. He showed me a system for the vehicle. He asked me if I had a button on my remote that opened the back window and I said yes and he said he could have the remote system open the window. Not at any time did he mention that this cost extra. When I looked at the paid receipt then is when I noticed the extra cost added to the bill for the rear window. Of course the store was closed. I brought in the vehicle at 12PM on May 6th. The manager said he needed both keys. I should have been told that the day before. Now I have to figure out something to get my wife's key from her so she doesn't supect anything. Picked up the vehicle at 6PM on May 6h. Sales person showed me the button that started the vehicle and that was it. I guess I was on my own for figuring out how the other buttons work. The next morning my wife was upset because her side mirrors no longer worked so I checked them out and she was correct. I had to come clean and tell her I took it into Sound of Tri-state to get a remote start on it for her Mother's Day present. Mother's day surprise ruined. Took vehicle back in for them to fix the mirrors which the messed up. I also told them the back window did not open. I said that the headlights do not come on when unlocking the vehicle and the horn does not sound when locking the vehicle. The way the manager said things on Wednesday I got the impression that the remote start would ack just like my factory key. One of the sales people said to make it work like the factory key cost extra. Why was this not explained to me when I was in there on Wednesday. They fixed the mirrors and the back window problem. I felt I should have been compensated for having to take 1 and 1/2 hours off from work for them to fix the things they screwed up. The assistant manager Jay told me he would tell the manager and that the manager would call me. It is now Mother's day May 9th and I have not received a call.
RESPONSE FROM Sound of Tri-State:
I would like to apologize for your experience within our store. I got word on Monday, about your install on Thursday and that your vehicle was back in on Friday. I apologize for not reaching you on Friday, but I was not in that day. Iâ??ve called you immediately on Monday to follow up with what transpired on Friday. After speaking with you on Monday, you seemed satisfied. The package deal I created for your vehicle included the trunk option because you had the option of trunk release. While explaining the remote start to you, I did notice you had that option, so I discounted the product, and included that option. The price for the install you saw on your receipt was to inform my installer to proceed with that option. The following day, (Friday) my installers quickly resolved any issues that youâ??ve had including your mirrors and showing you the system again. Remote start is a very safe, and convenient feature that you can add to just about any vehicle. Once installed it will start your car, however once your vehicle recognizes the key in the ignition, the vehicle is operant under factory conditions. Again I apologize for your recent visit to our store.
Marlo Abston
Dover Store Manager
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